Job Description
Job Responsibility:
- Provide technical support by responding promptly to customer inquiries through various channels (phone, email, chat), and assist them in resolving technical issues related to our product.
- Build and maintain positive relationships with existing customers by understanding their needs and providing timely and accurate assistance.
- Escalate complex technical issues to appropriate teams within the company, such as the product or engineering teams, and follow up on resolutions to ensure customer satisfaction.
- Track and document support cases and their resolutions in a ticketing system.
- Develop a deep understanding of our SaaS products, their features, functionalities, and integrations. Stay up to date with product updates, new releases, and industry trends to
- effectively support customers and provide product-related guidance.
- Create and maintain design prototypes in Figma.
- Contribute to developing and maintaining a comprehensive knowledge base, FAQs, troubleshooting guides, and best practices to enable customers to find answers and self-serve whenever possible.
- Collaborate with the users and the product team to implement user-centered solutions.
- Act as a customer advocate within the company by gathering and providing feedback on product enhancements, usability improvements, and potential issues.
- Conduct product training for users.
Job Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
- Minimum 1-year work experience in technical support, preferably in a SaaS or software company.
- Strong problem-solving and analytical skills to diagnose and resolve technical issues.
- Reasonable foundation in algorithms and analytical skills.
- Has excellent command of English and Bahasa Melayu (knowing Mandarin is a plus point)
- Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts clearly and concisely.
- With a customer-focused mindset with a passion for delivering exceptional customer service.
- Familiarity with ticketing systems, CRM software, and knowledge base tools.
- Ability to work independently and collaboratively in a fast-paced environment.
- Flexibility to work in shifts and handle occasional weekend or on-call support duties.
Not Mandatory, but BONUS if:
- Strong programming skills in HTML and CSS
- Familiar with Figma
- Familiar with Hubspot
- Familiar with video editing software
- Familiar with the hotel industry
Report to Work options:
- Melaka branch
You Should Join if:
- Ready to learn things and proactive
- Feel great when you’re able to help the customer in solving technical issues
- Not afraid to find solutions on your own or to seek help from others
You should NOT join if:
- You’re afraid of tough questions and challenges
- Don’t enjoy assisting with technical bug discovery in a SaaS or software / system
Salary Range:
- RM 2,300 to RM 3,000
Employee Benefits:
- Medical insurance coverage
- Free Flow of Snacks
- Casual dress code
- Monthly Potluck Party
- Attractive performance allowance
- Traveling allowance
Additional Perks for Your Role:
- HubSpot CRM Licenses (Sales Pro + Marketing Hub Pro)
- HubSpot CRM Certification (Certificate with your name on if you pass the test)
- Mobile phone call and data plan allowance
- Conference tickets